- 08 Nov 2024
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What is Dialpad Workforce Management (WFM)?
- Updated on 08 Nov 2024
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In mid-October, the acquisition of Surfboard, a cloud-native workforce management solution provider, was announced. This integration enhances the contact center as a service offering, providing a comprehensive Ai-powered customer communications platform with workforce management tools. Dialpad WFM seamlessly integrates with various systems to optimize staffing and resources for support teams. It offers forecasting, scheduling, performance analytics, and reporting features, allowing organizations to streamline operations and improve customer experiences. The platform includes tools for capacity planning, staffing heatmaps, scenario planning, scheduling, and performance monitoring. With features like automatic shift scheduling, round-robin rotations, and real-time edits, Dialpad WFM aims to help support leaders focus on coaching agents and enhancing customer service.
Best-in-class WFM
In mid-October, we announced our acquisition of Surfboard, a leading cloud-native workforce management solution provider. We’ve invested heavily in expanding our contact center as a service (CCaaS) offering, and Surfboard’s WFM platform makes it more comprehensive than ever. This integration will allow us to provide a best-in-class Ai-powered customer communications platform paired with native workforce management tools and insights.
Integrates seamlessly with Dialpad
Dialpad WFM helps support teams streamline and consolidate their operations with tools for scheduling, forecasting, and performance analytics. By integrating seamlessly with existing systems—such as voice and digital service providers, ticketing systems, HR platforms, and calendar tools—Dialpad WFM enables organizations to optimize staffing and resources as business needs evolve, allowing support leaders to focus on coaching agents and improving customer experiences.
Offers one tool for everything
Forecasting and capacity planning:
Long and short-term staffing forecast
Staffing heatmaps
Scenario planning
Backlog management
Seasonal adjustments
Scheduling:
Automatic shift and activity scheduling
Round robin rotations
Schedule change requests
Agent availability
Bulk and real-time edits
Performance:
Adherence
Occupancy
Productivity
Average interaction time
Verify with ticket URLs
Reporting:
Utilization
Time and adherence
Timesheet exports
Shrinkage analysis
Agent distribution
Any questions? Reach out to our Sales or Support team.